Hardware Support Specialist

Fulton Bank•Manheim Township, PA

7d•$25 - $41•Remote

About The Position

This is a full-time career opportunity that can be remote within the Fulton Bank footprint as follows: DC, DE, MD, NJ, PA, VA. The ability to travel to Lancaster, PA on an infrequent basis as needed is required. This role is responsible for monitoring and supporting financial center hardware across the company's footprint, including ATMs, Teller Cash Recyclers (TCRs), currency counters, and related peripherals. The position primarily provides ATM technical support to financial centers within a call center environment and assists with the implementation of hardware upgrades, software enhancements, and new system capabilities. The role leverages electronic monitoring and management tools to diagnose issues, perform remote troubleshooting, and deliver timely, effective resolutions while ensuring compliance with company policies, procedures, inventory controls, and applicable regulatory requirements. Occasional travel may be required to support testing, validation, or deployment activities.

Requirements

Associate Degree or the equivalent experience. Specialty: information technology or related field. (Required)
3 or more years banking, technical support, or hardware support. (Required)
Strong customer service, documentation, and organizational skills (Required)

Nice To Haves

Familiarity with ATMs and associated settlement process (Preferred)

Responsibilities

Serve as the primary point of contact for ATM hardware issues impacting financial centers.
Provide professional, responsive customer support through phone and email interactions, demonstrating strong communication and service skills.
Proactively follow up on open service requests to ensure timely resolution and user satisfaction.
Coordinate, place, and track ATM hardware service calls with external vendors, maintaining accountability through issue resolution.
Act as a key liaison for ATM vendor relationships by providing status updates, monitoring progress, and communicating effectively with all stakeholders until full-service restoration is achieved.
Maintain accurate inventory control and asset management for financial center hardware by tracking deployments, relocations, and available spare equipment.
Ensure records are current and reliable to support operational needs.
Coordinate and manage the installation and removal of financial center hardware for new locations, renovations, and financial center closures, ensuring compliance with established procedures and timelines.
Monitor the lifecycle and end of life status of financial center hardware to ensure visibility and proactive management.
Identify operational and compliance risks associated with aging equipment, support hardware refresh planning, and assist in coordinating replacement or decommissioning activities in alignment with business priorities and timelines.
Participate in projects, training sessions, and professional seminars related to financial center hardware and software systems to maintain current knowledge of industry standards and emerging technologies.
Assist with the testing and validation of additional systems, including teller processing platforms, to support team initiatives and ensure reliable system performance as needed.
This role may perform other job duties as assigned by the manager.
Each employee of the Organization, regardless of position, is accountable for reading, understanding and acting on the contents of all Company-assigned and/or job related Compliance Programs, regulations and policies and procedures, as well as ensure that all Compliance Training assignments are completed by established due dates.
This includes but is not limited to, understanding and identifying compliance risks impacting their department(s), ensuring compliance with applicable laws or regulations, and escalating compliance risks to the appropriate level of management.

Benefits

medical plans with prescription drug coverage
flexible spending account or health savings account depending on the medical plan chosen
dental and vision insurance
life insurance
401(k) program with employer match
Employee Stock Purchase Plan
paid time off programs including holiday pay and paid volunteer time
disability insurance coverage
maternity and parental leave
adoption assistance
educational assistance
a robust wellness program with financial incentives